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Complaints

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We are your first port of call for any queries or concerns, including complaints. If you need to raise a complaint to us, please contact info@baumannpartners.com with the following information:

  • The date of the complaint
  • The nature of your complaint
  • The impact on your business
  • Your contact details
  • Any additional information

A member of staff will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days. In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint. In exceptional circumstances, where we're unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response. If you complaint falls under exceptional circumstances, or needs to be escalated, a member of our team will notify you.

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We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Sciopay. Currencycloud ultimately provides you with payment and forex services, i.e. geographically or functionally limited elements of regulated payments and e-money services in the UK, EU and US. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here, and Sciopay can be found here.

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If you're unhappy with the resolution provided, you contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here.

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Complaints information

If you have a complaint to submit about your experience of working with Baumann Partners, we would ask that in the first instance you submit your complaint in writing to compliance@baumannpartners.com

Please ensure that you include the following:

An overview of the service / product you were unsatisfied with;

The date and time of when the incident took place;

The result of the event / how it fell short of what was expected.

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Timelines

We acknowledge receipt of your complaint within 24 hours of receiving your email (or by the next working day).

Our team will address your specific complaint within 5 working days, aiming to resolve the issue within 15 working days.

In exceptional cases where a resolution isn’t possible within the initial 15 working days, we may take up to 35 working days from the date of receipt to provide a final response. We are committed to handling your concerns efficiently and transparently.

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Financial Ombudsman Service

Should you wish to escalate your complaint further, you can contact and lodge your complaint with the Financial Ombudsman Service in the UK : https://www.financial-ombudsman.org.uk/make-complaint